FAQs
What is Candoo?
Candoo Tech gives older adults the freedom to stay safe, connected and engaged by providing technology support and training designed specifically for older customers. We offer nationwide remote sessions to fix what’s not working, advise on and set up new devices and teach older adults how to use technology. We communicate clearly with our clients and, if they choose, with their adult children or caregivers. We work directly with consumers and with senior living facilities, social service, government agencies, healthcare and other groups supporting older adults.
Tell me about your services?
We provide tech support and training specifically designed for older adults.
We do three things:
Teach you how to use your technology
Fix what’s not working
Set up and install something new
Our service is remote only, nationwide.
Most of our clients are members where you get several longer sessions and unlimited Quick support, think of it as “Roadside assistance” for your technology.
Our Tech Concierges are specially trained to work with older adults and address your specific needs patiently and clearly.
Is Candoo available in my area?
Yes! We offer remote/online visits nationwide!
What are your hours?
Tech support services are available Monday-Friday from 9am-8pm EST. If you have a question or problem after hours, please email us at support@candoo.com or call us and leave a message at 646-758-6606.
Do I have to become a member to use Candoo?
Consumers can try a one hour session before you become a member. Enterprise clients purchasing on behalf of their clients and residents purchase annual memberships.
How are we different?
We pride ourselves on building relationships with our clients. Learning about your likes, interests, and any unique challenges that you may have.
Our Tech Concierges are trained to address any accessibility or special needs that you may have, from connecting hearing aids, adjusting font sizes to communicating in a clear and patient way.
We make you feel comfortable. We have experience working with older adults
After each session we provide a visit summary
We are not a call center. Our Tech Concierges are all our employees, background checked and reference checked and all based in the U.S.
We can help with all devices
We can provide support in English, Spanish and Russian.
We provide onboarding materials, reports and data analytics to our enterprise clients.
What happens in a 90 minute Member Session?
A Tech Concierge will call you on the phone.
He or she will talk with you to learn more about you and your needs and goals and discuss what devices you currently have, what you would like to learn or need help with and any limitations or special needs you have.
The Tech Concierge will ask for your permission to connect our remote software that will allow them to share a screen with you. We never enter your computer or device without your permission.
During the session, the Tech Concierge can 1) fix what’s not working; 2) install something new; or 3) teach you something new--how to use your device better, how to do something like Zoom, access your doctor’s information, etc.
You will create a plan for going forward
What if I don’t know what is wrong?
Don’t worry. We’ll help you troubleshoot and identify the problem and how we can help you when you call or email us or chat.
Will I have the same Tech Concierge each time?
We will do our best to make sure that the same Tech Concierge helps you each time. While we can’t always guarantee this, we know that it’s often easier to talk to someone who already is familiar with your tech needs. All of our Tech Concierges are trained and have access to your records so they will see what has been done and any specific issues or requirements unique to you.
I’m a caregiver or adult child. Can I book a service for my Mom or Dad?
Yes, absolutely. You can purchase on behalf of someone else. Select the service you would like and enter your name and contact info during checkout. You will be asked to enter information about your loved one. Once the service is purchased, we will contact your loved one directly and can copy you on each visit summary if you would like.
How many devices are included in a Membership?
Unlimited, but if you are a couple living in the same household, you will need to purchase a Couples Membership.
What is your cancellation policy?
Members can cancel within 14 days of purchase for a full refund. If you use the first 90 minute session, we will charge $75.
For Membership renewals, you must give us notice in writing 30 days prior to the renewal.
For all scheduled sessions, we require 24 hour notice, or it will count as a session.
Are the sessions recorded?
We record our phone calls for quality assurance.
What’s the best way to reach us?
Chat, email, phone
What’s included in a Membership?
An annual online membership for consumers is for 12 months and includes two 90 minute online sessions and unlimited Quick Support. We also offer a Membership for Couples, which gives you an extra 90 minute session. For more details on the membership, click here. Our Membership for enterprise clients also includes group lessons, a library of content, onboarding materials and reporting and data analytics.
What’s included in a One Hour Session?
You can use a One Hour Session to try out our service or if you have used up your Membership sessions and need additional support. Most people use an online session to learn something new, fix what’s not working or to install something.
You can learn more about One Hour Sessions here
What’s included in a remote install and setup?
Our remote install option gives you the power to allow us to securely access your computer for hands on assistance. The remote session requires your consent for us to access your computer, and we walk you through the setup. We use industry vetted software and services to safely connect you on a secure line with your tech concierge, and the choice is in your hands.
What devices do you support?
Here’s a list of the devices that we support. If you have something that’s not on the list, give us a call and we can see if we can help!
What languages are supported?
We provide support in English, Spanish, and Russian.
I’m interested in Candoo Tech for my organization or clients
Great! We work with senior living facilities, health plans, Area Agencies on Aging, and other social service organizations. Take a look at our Partner’s Page for more information.